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Developed by WaterWorX Community of Practice Customer Relations, this document intends to serve as a guideline for setting up and improving a customer survey.

Developed by WaterWorX Community of Practice Customer Relations, this document intends to serve as a guideline for setting up and improving the customer complaint process.

BEWOP's operational tools were co-developed and tested with water professionals involved in the daily operations of water operators' partnerships (WOPs). The overall idea behind them is to facilitate the dialogue and sharing of experiences between experts involved in WOPs.

Water issues tend to be intrinsically linked to technical challenges. This tool invites readers to consider aspects of governance alongside technical dimensions when analysing and assessing water supply. The tool aims to support professionals in water utilities, acting as a guideline to reflect and discuss water governance challenges and alternatives. This framework supports users to critically articulate objectives, opportunities, and challenges...

This publication serves to provide WOP practitioners and interested parties with a structure by which these partnerships can be evaluated and communicated. The framework presents step-by-step guidance to develop dynamic, tailored and user-friendly case studies that inspire, challenge and support the many practitioners struggling to build and maintain good WOP projects that contribute to a significant impact.

One of the challenges in the implementation of Water Safety Plans (WSPs) is stakeholder engagement. For this reason, under the BEWOP initiative, IHE Delft Institute for Water Education has developed a role-playing game for practicing stakeholder collaboration in WSP. The game can be used in WSP training or during educational activities for water safety and WSP at a graduate and post-graduate level. Its goal is for participants to experience the...

Non-revenue water reduction and management is a major challenge. It needs vision and commitment from management, contributions from many departments and intensive collaboration between employees. Also, the challenge to reduce non-revenue water includes technical, cultural and organizational changes. Usually, quick-wins can be achieved within 2-3 months but sustainable results can only be achieved after several years of efforts when structural...

In the traditional planning of maintenance routines, focus was almost exclusively on the asset condition and assets are replaced only when they are (known to be) about to fail. However, modern asset management understands that the asset's condition should only be part of the total assessment, another essential part being the consequence of failures. From this conception, risk-based renewal planning is now at the heart of infrastructure asset...

Under the BEWOP initiative, IHE Delft Institute for Water Education has designed the Utility Management Simulation Game (UMSG) as a learning tool to develop awareness and knowledge of the processes of strategic planning within utilities. The game can be used as a team-building or learning exercise for students, utility staff or other water professionals. The UMSG is played with a facilitator or trainer who guides discussions on how decisions...

under the BEWOP initiative, IHE Delft Institute for Water Education has developed the Green Utility Toolkit as a self-assessment strategic planning and monitoring tool for water and wastewater utilities that are interested and willing to improve their practices in a sustainable and environmentally-conscious manner. As such, the terms ‘green’ and ‘greening’ refer to the processes and activities that can be implemented by utilities to support their...

Under the BEWOP initiative, IHE Delft Institute for Water Education has developed this toolkit as a financial model that projects the cash flows for the utility's pre-paid meter programme, based on a set of assumptions made by the user, and computes the project's internal rate of return. By working with different sets of assumptions, the user will understand the major factors that contribute to the financial viability of using pre-paidmeters as a...

Developed by IHE Delft Institute for Water Education under the BEWOP initiative, this manual serves as a guide for the preparation of a Quality Control Handbook for processes related to water and wastewater treatment. A Quality Control Handbook describes activities and procedures necessary to ensure provision of quality products and services by a water utility. Proper documentation of the processes for water and wastewater treatment allows...